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Business Process Mapping: Improving Customer Satisfaction,New
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Praise for Business Process MappingIMPROVING Customer SatisfactionSECOND EDITION'A mustread for anyone performing business process mapping! This treasure shares stepbystep approaches and critical success factors, based on years of practical, customerfocused experience. A real winner!'Timothy R. Holmes, CPA, former General Auditor, American Red Cross'Paulette and Mike make extensive use of anecdotes and reallife examples to bring alive the topic of business process mapping. From the outset, this book will engage you and draw you into the world of business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, the authors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter.'Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University'Keller and Jacka cut through the drudgery of process mapping with a pathbreaking approach that enables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide you with a different way of thinking and new tools to assist you in process analysis and improvement. This book is a mustread for auditors, risk managers, quality improvement management, and business process engineers.'Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies'Mike Jacka and Paulette Keller show their expertise with the application of business process mapping in increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of both authors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!'Joan Pastor, PhD, Founding Partner, Licensed IndustrialOrganizational Psychologist, JPA International, Inc., Beverly Hills, California
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What is the main focus of 'Business Process Mapping: Improving Customer Satisfaction'? A: The book primarily focuses on business process mapping techniques aimed at enhancing customer satisfaction by providing practical examples and step-by-step approaches.
- Q: Who are the authors of this book? A: The authors of 'Business Process Mapping: Improving Customer Satisfaction' are J. Mike Jacka and Paulette Keller.
- Q: How many pages does this book have? A: The book contains a total of 322 pages.
- Q: What edition is this book? A: This is the second edition of 'Business Process Mapping: Improving Customer Satisfaction'.
- Q: What type of binding does this book have? A: The book is available in a hardcover binding.
- Q: When was this book published? A: The book was published on July 7, 2009.
- Q: Is this book suitable for beginners in business process mapping? A: Yes, the book is designed to engage readers at all levels, including beginners, with detailed examples and clear explanations.
- Q: What unique features does this book offer? A: The book includes anecdotes, real-life examples, chapter recaps, and key analysis points to facilitate understanding of business process mapping.
- Q: Can this book be beneficial for professionals in different industries? A: Absolutely, the principles and techniques discussed in the book are applicable across various industries and can aid professionals such as auditors, risk managers, and business process engineers.
- Q: What are the critical success factors discussed in the book? A: The book emphasizes practical, customer-focused experience and offers critical success factors based on years of industry practice in business process mapping.